AI Chatbot for Lead Qualification
A UK-based accountancy practice serving SMEs, with a team of fourteen.
Industry
Professional Services
Services Deployed
High Conversion Lead Pipeline
Background
The firm provides tax, audit, and advisory services to owner-managed businesses. The website was the primary inbound channel for new client enquiries, handled manually by a single business development manager during office hours.
Challenge
Enquiries received outside working hours typically went unanswered until the following morning, by which point a meaningful share of prospects had already engaged a competitor. Internal tracking indicated that response time was the most cited reason for losing initial conversations. Capacity for follow-up during business hours was also limited.
Approach
A chatbot was deployed on the firm's website to handle initial enquiries at any hour. It captures contact details, identifies the service area of interest, asks two qualifying questions about business size and current arrangements, and books an introductory call into the BDM's calendar. Out-of-scope enquiries are routed to an inbox for manual review.
Results
Increase in qualified enquiries captured per month.
Of qualified enquiries now captured outside standard working hours.
Median time-to-first-response, reduced from approximately 3 hours.
Per week of business development time freed from initial qualification tasks.
We were losing conversations to response speed more than to price or fit. Closing that gap was the single biggest improvement we made this year.Business Development Manager
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